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Business Profile

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Snow Commerce LLC
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 32 total complaints in the last 3 years.
  • 20 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:12/14/2022

    Type:Delivery Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I ordered some merchandise from the ***** **** Shop, but it was incorrectly labeled and never delivered. I have requested a refund and the vendor has refused to issue a refund.

    Business Response

    Date: 12/27/2022

    Hi - 


    This customer was advised on multiple occasions that when a Chargeback is submitted to their bank, we are unable to process a refund back to their original method of payment until the chargeback is resolved, which can take up to 75 days.

     

    On 12/12/2022 we advised the customer that their order was likely lost in transit and we were happy to issue a refund or a replacement.  The customer did not respond to us.

     

    We are happy to provide a refund for the missing items! In order to do that, we need there to not be a chargeback open on the account as it locks any refunds or replacements.

     

     

    Customer Answer

    Date: 12/28/2022

    Better Business Bureau:



    I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

    I only created a chargeback after the business refused to refund my order. They claimed my order had been delivered when it clearly had not. This claim was made by the business on 12/14 and led to the chargeback as they refused to confirm a refund for me. In order to close the complaint, I want confirmation that the business will refund my money after the chargeback is resolved. 


    Regards,



    *** *********

    Business Response

    Date: 01/13/2023

    Hi ***, 

     

    Thank you for your patience. We are showing that the Chargeback has been resolved on our end.

    Customer Answer

    Date: 01/20/2023

    Better Business Bureau:



    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Thank you so much for your help holding Snow Commerce accountable!



    Regards,



    *** *********

  • Initial Complaint

    Date:10/11/2022

    Type:Delivery Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On August 30, 2022 I placed an order for part of a birthday gift for my mother. Weeks went by without any notification of the item having been shipped. I sent several emails that went unanswered. I contacted my mother to inquire if she received her item and she informed me that nothing had arrived. I filed a claim through ****** which Snow Commerce did respond to saying the item was shipped and received that day. I continued to email Snow Commerce directly with still no response. I requested through ****** that either a new item be sent to my home address so I could deliver the item personally or get a full refund. Upon checking for a response, Snow Commerce agreed to either solution but then my case was automatically closed through ******.
    At this point, I simply want a refund for the full purchase price of the item and forget this transaction with horrible customer communications ever took place.

    Business Response

    Date: 10/14/2022

    Hi *****, 

     

    We apologize that you did not receive the response that you had hoped for.  We are showing that there was several conversations both through chat and email that happened:

    September 18th, 2022 - Initial email requesting a replacement or a refund.

    September 18th, 2022 - Response providing tracking information as this item was in transit.

    September20th, 2022 - Incoming email indicating that no confirmation had been sent or tracking information- tracking info or refund requested.

    September 20th, 2022 - Response back providing order status and tracking information.

    October 7, 2022 - Follow up on request indicating that order was not received at the address provided.  Requesting another order or refund.

    October 8, 2022 - a replacement order was offered with no response.

     

    9/21/2022- ****** dispute filed

    9/29 - Response via ****** providing tracking information and shipping information

    10/8 - Response from husband asking for a refund or a replacement.

    10/11 - Response provided via ****** as we had not received any response from customer or husband confirming an updated address for a replacement - this was requested multiple times with no response.

    ****** closed the case due to no response from the customer.

     

    Per tracking information, this item was delivered 9/21 to ********* **.

     

    We have issued a refund in full for this order as of 10/14/22 in the amount of 34.46

     

    Customer Answer

    Date: 10/14/2022

    Better Business Bureau:



    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 



    Regards,



    ***** *******

Snow Commerce LLC is BBB Accredited.

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